Screen Guide for Openreach Dialogue Services and EMP Siebel screens for SMPF and MPF products

1
Screen Guide for Openreach Dialogue Services and
EMP Siebel screens for SMPF and MPF products

• Valid at 05 December 2007

2
Changes since last issue

• Example Order Fault Tracker screen shots added
  (slides 110 - 118)
• Amendment of Privacy marking no other change,
  screenshots reflect portal as of 05 December
  2007, guide left for indication only.

3
Notes for CPs

• This screen guide is based on the dialogue
  services and EMP screens in effect as at 05
  December 2007 and are subject to change
• All screens and information contained are for
  indicative use - CPs are responsible for
  engineering their own business processes using
  the Openreach systems
• CPs should also refer to additional material
  referenced on the www.openreach.co.uk site,
  including Product Descriptions, Process Manuals,
  Dialogue Services and CP Admin guides.
• B2B usage documentation is referenced from the
  above site.
• This guide does not cover e-billing usage or
  specifics regarding WLR, Ethernet or other
  products.

4
Notes for CPs

• This slide pack illustrates the Dialogue Services
  and EMP Siebel screens that a typical CP user
  will encounter in their business usage of EMP and
  will vary by the CP business model
• It does not cover interpretation of results or
  trouble shooting where error messages are
  received
• Fields, labels or screens may appear slightly
  different than the portal at the time of issue
  due to lead times to make changes in this slide
  set
• Any queries regarding problems with order or
  fault handling on specific order should be
  addressed to your Openreach SMC
• Any suspected or actual problems with Openreach
  systems should be addressed to the Openreach
  Helpdesk on 0800 085 1287

5
Overview

• Dialogue services screens
• SMPF typical screens
• MPF typical screens
• Provide vs transfer
• Assurance
• Follow-on into EMP Siebel overview next

6
Overview

• EMP Siebel screens
• Initial order submission
• Amend order
• CRD / Appointment
• Modify service
• Tie Pair
• Care level
• Cease
• Raise fault

7
Common Terms

• Portal
• The openreach.co.uk portal for all Openreach
  products
• Includes dialogue services for EMP
• Siebel
• The Openreach EMP Siebel order and faults screens
• Includes EMP order submission and fault logging
• B2B
• The Openreach business to business gateway
  enabling dialogue services calls, and order /
  fault submission and reception of KCI and delay
  messages
• Web Services
• The Openreach gateway enabling dialogue service
  calls for a restricted set of dialogue services

8
CP establishment

• All CP usage of Openreach products and related
  systems starts with discussion with the Customer
  Business Manager (CBM).
• Contracts for a particular product are signed and
  an enrolment process completed to ensure the CP
  company data is built into Openreach systems
• If this is the first use of Openreach products,
  the CP nominates two CP users admin names from
  their organisation, all user access requests must
  be made through them
• The CP must manage additions, changes and
  removals of users from Openreach systems to
  ensure security of their own data and services
• The CP Admin guide refers

9
Log in

• To openreach.co.uk using username and password
  (1)
• Access My Dashboard (2)
• Dialogue Services and Siebel launch links are in
  the My Tools area (3)
• If any you need are not there, you can request
  access as shown by clicking on other tools and
  select the application required (4, 5)
• Access to all dialogue services are granted and
  controlled by the CPs CP Admin person

10
1
11
2
12
3
13
4
14
5
15
Dialogue Services Screens

• Select service you need
• Launch application (1)
• Agree to terms and conditions (2)

16
1
17
2
18
SMPF Typical Usage

• Line characteristics
• Directory Number (DN) most accurate (3,4)
• Distribution Point (DP) next accurate (7,8,9
  linked to later)
• Postcode least accurate (5,6)
• Service ID (as DN)
• Maybe address matching and network availability
  checkers
• For where simultaneous provide required
• To obtain DP for more accurate line
  characteristics (requires address key)

19
3
20
4
21
5
22
6
23
7
24
8
25
9
DP check obviously will not show product
compatibility or line status as a number of lines
will connect to a DP
26
MPF Typical Usage - Provide

• Address matching to obtain address key
• Network availability check to identify
  distribution point or stopped line plant using
  Gold Key
• Line characteristics check using DP detail
• Appointment reservation using Gold Key

27
MPF Typical Usage - Transfer

• Address matching to obtain address key
• Network availability check to verify MPF Access
  Line ID using Gold Key (Transfer from MPF only)
• Line characteristics check using DN, verify DN
  and end user postcode match
• Appointment reservation using Gold Key if
  required (eg for NTE Shift on Transfer order)
• Number portability check using DN

Transfer from PSTN with Number Portability
Transfer from MPF
Transfer from PSTN
28
Address Matching

• Search by postcode part of address and select
  nearest matching Gold Key or
• Create Silver/Bronze Key using address supplied
  if no match found
• Network Addressing Team - Helpdesk exists if
  queries on address
• Large buildings or complexes eg schools, office
  blocks etc addresses will have varying addresses
  due to historic reasons eg organisation or
  building name changes

29
10
Always best to search first, just by postcode.
If this returns no results / no Gold Key, then
try other searches using combinations in advanced
search box, as your postcode could be wrong
30
11
Check to see if there is a Gold address for your
supplied details, note that more than one page
can exist
31
12
Look through the pages or refine a search to
limit the results (but beware filtering out
results for the address you want)
32
13
Select an address by clicking it
Silver addresses are non-Openreach addresses.
Note that Openreach address often exist as
variations of Silver addresses see above, where
the end user has provided more information for
installation
33
14
Note / copy Address reference (key), and the CSS
District code. These are both required to do a
network availability check and/or reserve
appointment
34
15
You can also look up an address from address
reference (key) useful for checking from order
or if you need to check
35
16
Note that Network Address Team helpdesk details
are on the help page, including telephone number
for quick clarifications
36
17
Example of a silver address, if you cannot find a
Gold key to match, then you can use the match
address option to enter the full address, to
obtain a Silver address key, if the address
matches to a Gold key, then the match facility
will return Openreachs matching Gold key. If
you cannot find any Silver or Gold addresses, you
can still create a completely new Bronze address
37
18
Example of a (test!) address that will result in
a Bronze temporary key that allows order issuing
38
19
To obtain the temporary Bronze key, you need to
request address If a Silver address matches, you
will be given a Silver key, or if it matches a
Gold address, you will be given a Gold key You
should always check the list of Gold keys
carefully as they will result in the order being
processed most quickly if used
39
20
Example Bronze address key, and related serving
exchange and district code needed for the order
submission Note that appointing / network
availability require Gold keys, although some
Silver keys can be appointed against
40
Network Availability

• Displays network information
• Distribution Point (DP) eg pole
• Any stopped line plant to that DP
• Usage
• Use to check if stopped line plant exists
• Use to identify DP against validated Gold Key to
  determine an accurate line characteristic for an
  address only (better than postcode)
• Retain DP for Line Characteristics check
• Retain Access Line ID to reuse stopped line
  (lower cost) or for MPF-MPF Transfer

41
21
Note / copy DP details for line characteristics
check to DP
Note / copy Access Line ID for MPF-MPF transfer
or stopped line re-use order
42
Appointment Reservation

• Requires Gold Key / Service ID / DN
• Service ID or DN for SMPF Sim Provide
• Service ID for MPF-MPF Transfer
• Gold Key for MPF New Provide etc
• Usage
• Gold Key from Address Matching service
• Service ID from existing service inventory
• Retain reservation reference for order/fault
• 2 hour validity

43
22
Both the Gold Key and its corresponding district
code from the address matching service are
required Care level is typically for assurance
appointments.
44
23
Select a required appointment to reserve, note
that you can vary the date required in box at the
bottom of the screen
45
Number Portability

• Requires DN valid CUPID and exchange prefix (CPs
  data, not Openreach)
• Only used for where a transfer is required to
  port a number from one CP to another

46
24
The exchange prefix is the CPs own data please
refer to your own business processes
47
Line Test

• Requires Service ID / DN
• Wait! Results take a little while
• The test is intrusive so should not be used
  speculatively or routinely
• A line test reference is typically required to
  raise a fault
• so make a note of it when it is returned

48
25
An LLU service ID looks a bit like this (not a
DN)
49
What if I have a problem?

• Process manual, error response codes from
  Dialogue Services and order systems
• On www.openreach.co.uk
• Contact Openreach service centre for order or
  fault related queries.
• Check your customer service plan or Customer
  Business Manager for specific numbers
• Openreach Helpdesk for apparent system problems
  or outages
• 0800 085 1287 or openreach.service.desk_at_bt.com

50
What have we seenso far

• Typical usage of Dialogue Services using your end
  user data
• Typical responses, and key pieces of data you
  will need to note or copy for use in ordering and
  fault submission
• That many of the responses require you as the CP
  to apply your business processes to interpret the
  results to meet your business requirements
• Please note that Openreach is introducing an
  Order Fault tracker available via the
  openreach.co.uk portal
• View of EMP orders and faults
• Downloadable results
• Separate terms and conditions apply and must be
  signed off before use contact your CBM for
  details
• Add to your users access by your CP Admin user
  after sign-off

51
Issuing an Order or Raising a Fault

• EMP Siebel screens
• Initial order submission
• Amend order
• CRD / Appointment
• Modify service
• Tie Pair
• Care level
• Cease
• Raise fault

Not currently covered in detail, an existing
guide is on http//www.openreach.co.uk/orpg/produc
ts/llu/systeminfo/emp_gen.do
52
EMP Siebel Screen Usage

• Rather than cover every navigation element, this
  guide covers critical entry / display screens,
  and typical scenarios
• Scenarios (screens)
• Issue order (site details / product config)
• Review order progress (view components)
• Amend CRD ( )
• Modify Tie Pair / Care level
• Cease
• Raise fault
• Review fault progress

53
Issue an order

• Place order
• Enter order details
• Select provide new product
• Enter order data
• Select appointment site details enter and
  save
• Select product configuration enter and save
• Verify configuration
• Submit (at this stage you could get an error
  code)
• Note Siebel number eg 1-12345678910
• The above sequence is used for all orders,
  whether provide, transfer (or modify).
• Cease is a simplification of the above create
  order, select asset to cease and issue order

54
Orders to provide a service Faults to repair a
service Inventory to view tie cable and service
assets
55
(No Transcript)
56
Modify Tie Pair or Care level on existing service
using order on these options
New provide / transfer using this option
Cease an existing service using this option, only
fully complete services can be ceased, enter
service ID after selecting cease eg LLWW1234567
57
MPF order in first example
58
If you have pre-reserved an appointment, your
required by date needs to match
You will use each of these in turn, first is
appointment site details
59
If you pre-reserved an appointment, you need to
enter the reference here Otherwise enter any
AM/PM appointment preference Site safety notes
are mandatory
60
In the configure product screen you have two tabs
to enter
MDF Site id is a combination of District and
Exchange Code quoted on dialogue service responses
Access Line ID should only be quoted where an MPF
to MPF transfer or stopped line reuse is required
61
MPF New Provide example

• MPF New Provide only needs Address Level Key
  (does NOT need postcode) and must NOT include
  Installation DN or will default to Transfer
  type order
• Cost and Charge band definitions are contained in
  the Process Manual
• Exchange Prefix and Number Portability Target CP
  is only used for Transfers
• Project Id is not used for New Provide
• See product process manual for full details of
  all fields

Specify extra location info here length limit
exists
62
MPF Transfer example

• Installation DN is quoted for Transfer orders,
  and requires postcode to validate for consumer
  protection

MAC code is required for SMPF transfers

• Exchange prefix / number port CP are stated by
  the CP
• Number portability target CP is a LOPID/CUPID eg
  283, NOT a CP name eg Chunky Chips Ltd

• Project ID and Project Manager Service Required
  are used for Bulk/Mass Migrations ONLY

63
Verify configuration after saving to this screen.
Then if ok, select next
The confirmation screen will give either an error
code and message, or a EMP Siebel reference eg
1-1234567890
64
Track an order

• Search or select your order
• Click on the order number (eg 1-1223445667)
• View components (these are KCIs)
• Issues
• Committed
• Complete (or Cancelled)
• Repeat as necessary
• Where a new committed date is returned
• Due to no access or missed appointment etc
• CP must confirm the new date using Amend
• You may also decide during tracking an order that
  an amendment is required to the CRD, or to cancel
  the order
• You cannot do this after the point of no return

65
Click on the order required, or search for an
order reference
You may need to search all accounts if your
company has more than a simple structure
66
To view KCIs returned on order progress, click
here
To view how you configured the order, click here
67
These are the KCI1,2,3 messages, issued,
committed, completed
Delay messages (KCID) will appear here, you will
often get a repeated KCI2 committed message after
a KCID
68
Search all accounts enter order number here
69
Note real data removed from screen, data would
appear in these areas
Select order to track
70
Note real data removed from screen, data would
appear in these areas
View components to amend or cancel order
71
Amend or cancel order
Note real data removed from screen, data would
appear in these areas
72
Amendment type The full detail of amendment is
not shown in this slide set
73
What we have seena bit further

• After you did checks using dialogue services on
  your end user details, you were ready to raise an
  order
• You can enter order details into EMP Siebel
  screens
• You need to exercise caution in how you match
  your business processes to the screens three
  different CPs may do the same provision in
  slightly different steps
• You can view progression KCIs from initial
  reception to completion, this also applies to
  faults raised.
• You can amend an order date during progression
• If your end user changes your delivery need
• If an appointment is missed or no access is found
• You need to confirm any committed date changes
  shown
• You can cease a fully provided service by raising
  a cease order
• Next you may need to raise a fault

74
Introduction

• This part of the pack provides a quick screen
  guide for EMP Assurance via the EMP portal
• The full Assurance process can be found at
  http//www.openreach.co.uk/orpg/products/llu/repai
  r/repinfo.do

75
Pre-requisites registration login
Register with your CP Admin user for EMP portal
access, with an Assurance profile that will allow
access to - Appointing Services dialogue
service - Line Test and Diagnostics dialogue
service - OR Siebel (Ordering and Trouble
Reports) Login to www.openreach.co.uk
76
Log on My dashboard access
77
Pre-requisites Run a line test
Using the Line Test Diagnostics dialogue
service, enter the Service ID and run a line
test Test Type Line Test SQC Not used for
LLU Line Number Not used for LLU Intrusion
Consent Required.
78
Pre-requisites Run a line test
79
Pre-requisites Line test result
The test will indicate whether a Trouble Report
should be raised (Fault Report advice) If so, a
LT reference will be returned (or a valid error
code if the test was unsuccessful)These is
needed when raising a TR (Copy paste) The test
will also indicate whether it is necessary to
book an end user appointment (Appointment
Required)
80
Pre-requisites reserve appointment (if required)
If indicated necessary by the line test, reserve
an end-user appointment using the Appointing
Services dialogue service Note only the
Appointment type, Care level and Service id are
required fields when using this dialogue service
for Assurance Please note appointment
references are valid for 30 minutes and must be
submitted into a Trouble Report within this time
81
Pre-requisites reserve appointment (if required)
If indicated necessary by the line test, reserve
an end-user appointment using the Appointing
Services dialogue service Note only the
Appointment type, Care level and Service id are
required fields when using this dialogue service
for Assurance Please note appointment
references are valid for 30 minutes and must be
submitted into a Trouble Report within this time
82
Raising a Trouble Report
1. Launch the OR Siebel application
2. Click on the Place Trouble Report link
83
Raising a Trouble Report
The left-hand side of the page relates to raising
a Trouble Report Click on Diagnose Trouble
Report
84
Raising a Trouble Report
Asset search
Search for the required asset by entering the
appropriate Service ID
Click on the appropriate Service ID from the
search results returned
85
Raising a Trouble Report
Create Trouble Report
Check service details (Note Worth checking the
associated order to see if the service has been
cancelled etc) Click on Diagnose/report TR A
new TR can only be raised if none exist for the
service
86
Raise Trouble Report - details (1)
87
Raise Trouble Report - details (1)
Enter tie cable and pair details in this field
format For SMPF eg LLUL123456-001
LLUT123456-001 For MPF eg LLUT123456-001
88
Raising a Trouble Report
Create Trouble Report additional notes
89
Raise Trouble Report (2) Structured Questions
Respond to each of the questions by clicking on
the appropriate answer
90
Raise Trouble Report (3) Structured Questions
cont.
91
Raise Trouble Report (4) Structured Questions
92
Raise Trouble Report (5) Structured Questions
Summary
93
Raise Trouble Report (6) Summary
Confirm the details in the TR summary Click
Submit TR
Tie cable details will be of format For SMPF eg
LLUL123456-001 LLUT123456-001 For MPF eg
LLUT123456-001
94
Raising a Trouble Report
Summary of TR details
Confirm the details in the TR summary Click
Submit TR
95
Raising a Trouble Report
Confirmation of TR raised
A confirmation page will appear Please make a
note of the TR reference number
96
Tracking a Trouble Report
Clicking on the Track Trouble Reports link will
navigate to a search screen
If the search returns more than one TR, clicking
on the blue arrow to the left of the Openreach TR
reference will display, at the foot of the page,
the relevant KCI History
See Appendix B with regard to response codes
97
Tracking a Trouble Report
Need to check that the TR has been Accepted
(after submit goes to pending for Siebel
validation)
98
Amending a Trouble Report

• Openreach may send a KCI requesting an update to
  the TR, such as
• New tie pairs
• End-user appointment required

To amend a TR, search for the report as for
tracking its progress Click on the amend
button, make changes and submit
99
Amending a Trouble Report 2
To Track TR, enter Openreach TR reference
100
Amending a Trouble Report 2
You can see KCI and CP response required.
Click on the amend button, make changes and
submit
101
Amending a Trouble Report 2
Enter Required information and submit
102
Amending a Trouble Report 3
You can see KCI history is updated.
103
Cancelling a Trouble Report
To cancel a TR, search for the report as for
tracking its progress Click on the cancel
button
104
Cancelling a Trouble Report
To cancel a TR, search for the report as for
tracking its progress Click on the cancel
button
105
Appendix A Test Products

• Test Product 1 (LL1 - Basic Line Test)
• Test Product 2 (LL2 - Basic Line Test Loop
  Resistance Check)
• Test Product 3 (LL3 Basic Line Test
  Insertion Loss Check)
• Test Product 4 (LL4 Basic Line Test Loop
  Resistance Insertion Loss Check)
• Test Product 5 (LL5 ADSL Healthcheck)
• Test Product 6 (LL6 SDSL Healthcheck)
• Test Product 7 (LL7 ADSL Healthcheck-out of
  hours with no appointment required)
• Test Product 8 (LL8 SDSL Healthcheck-out of
  hours with no appointment required)
• Please Note
• LL1 - LL4 are in the existing Price List,
  published at
• www.openreach.co.uk/orpg/pricing/downloads/ORPL_LL
  U_Mpf.pdf
• LL5 - LL8 are described in the SFI EMP
  Specification Process document which can be
  accessed at http//www.openreach.co.uk/orpg/produ
  cts/llu/repair/repinfo.do They will be charged at
  TRC rates www.openreach.co.uk/orpg/pricing/ancill
  aryproducts.do

106
Appendix B Response Codes

• A full list of response codes can be found on
  the Openreach site (please refer to the
  appropriate Release version being used)
• http//www.openreach.co.uk/orpg/products/llu/syste
  minfo/emp_ckms.do

107
Appendix C Adding CP contact details
Step 1/3
Start to raise TR as usual
Click here
108
Appendix C Adding CP Contact Details
Step 2/3
Search for contact
Select you name from the account list (blue
arrow) then click on edit
Click edit
109
Appendix C Adding CP Contact details
Step 3/3
Add Contact details (contact number usually
your service desk, and email)
Click save
110
What we have seena bit further still

• You have seen how to issue a line test
• how to raise a fault
• and what some things you should consider
• The last part of the slide set covers
• Order Fault Tracker
• Some tips and tricks to know about
• What we may cover in future versions of this
  guide

111
Order Fault Tracker

• Available if you have signed separate terms and
  conditions
• Arrange via your Openreach customer business
  manager
• Access is arranged by your CP Admin user after
  the above

112
Initial order tracker view shows any order in
tail status
113
Notes link opens new window with job notes (if
any)
114
Order tracker shows KCIs and KCID can be
downloaded as .csv list
115
The starting fault view for any faults open
note ability to save as .csv list
116
Notes link opens separate window
117
Refine your search eg by Service ID eg
LLWW1234567
118
Example tie cable/pair format for MPF (LLUT) and
SMPF (LLUL/LLUT)
119
Tips Tricks

• Use Copy / Paste ( Ctrl C / Ctrl V )
• Use buttons on page rather than browser Back
  button
• Clear your browser history / cache regularly
• Make sure your browser script debugging is set to
  off
• Beware some virus guard programs stop pop-ups
• Ensure data entry uses the same case eg upper
  case
• Address keys eg A0000123456 not a0000123456

120
Should browser versions or other factors give you
a pop-up window asking if you want to de-bug, you
can overcome this with the above amendment to
Tools/Options/Advanced on Internet Explorer
121
Current exclusions

• Being considered for future revisions
• Number portability dialogue services illustration
• Non-served premise orders (to be included)
• MAC checker (to be included separate existing
  guide exists)
• Amend (to be included detail screen showing
  confirmation of delayed order)
• Modify tie pair and care level (to be included
  detail screen)